Goldex Casino - Pelaaja hakee itsensä poissulkemista ja tietojen poistamista.

Hello,

I am contacting you regarding my recent request for self‑exclusion due to a gambling addiction. I played at Golden Casino and asked to be self‑excluded. I also sent several emails asking them to remove my credit card information from their system.

To this day, I have not received any response.

I am formally requesting once again that they:

- Self‑exclude me from their platform immediately

- Remove all my credit card information from their database

As they are licensed under regulatory requirements, I expect these actions to be taken without delay. If this situation is not resolved promptly, I will have no choice but to consider legal options.

Thank you for your attention to this matter.

Sincerely,

Keyhan ****

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldex Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• When was the last time you were in contact with the casino support regarding any issue?
• After you learned your self-exclusion wasn't processed, have you contacted the casino via live chat?
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion to the casino via email at support@goldexcasino.com and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Goldex Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi i already send them for the fourth time and cc Tommas on that email.thanks

Hi,

I have already asked several times for Goldex Casino to self‑exclude me from their platform. This is the only casino that has my credit card saved on their profile, and despite my repeated requests for self‑exclusion, my account was never closed.

During this period, I deposited a total of $300, even though I had already requested self‑exclusion. If my credit card had not remained linked to my account, I would not have been able to deposit or gamble. I also cc’d Tomas in my previous emails, so the casino was fully aware of my request.

Goldex Casino ignored multiple self‑exclusion requests, kept my account open, and allowed me to continue depositing. This is unacceptable and goes against responsible‑gaming obligations. Because they failed to act on my self‑exclusion request, I am requesting a full reimbursement of the $300 I deposited after asking to be excluded.

It is against responsible‑gaming regulations to ignore a self‑exclusion request, and the casino had a duty to close my account immediately.

Thank you for addressing this matter promptly.

Hi,

I finally found a way to self‑exclude myself. I went through the chat box and spoke with an agent. She told me she couldn’t do anything and that I needed to contact support. I explained that I had already tried several times and nobody ever answered me. I asked her to transfer me to a supervisor, and only then did she finally agree to self‑exclude my account.

However, this is not the only problem. I deposited money after my self‑exclusion request, and by law you are not allowed to let me deposit if you have not responded to my self‑exclusion request. This goes against responsible‑gambling rules.

I would like to be fully reimbursed for all the losses that occurred after my self‑exclusion request, since it was not processed properly.

Here you go what does responsible gambeli g terms says.

if you requested self‑exclusion and the casino ignored your request, you can be eligible for a refund of the money you deposited afterward.  

Casinos are required to block your account immediately once you ask for self‑exclusion. If they fail to do so, the deposits you made afterward are considered their responsibility, not yours.

This is supported by responsible‑gambling standards and real complaint cases where players received refunds when casinos ignored exclusion requests. 

Hello Karim2026,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks i will wait.

Dear Karim2026,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you very much.

Dear Karim2026,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Goldex Casino to join this conversation and assist in addressing the complaint.

Dear Goldex Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Ok thanks

Hi, I just want to mention that I am already self‑excluded. I am requesting a refund for the $300 I deposited after I asked several times to self‑exclude myself and the request was not processed. I would like that money back, please.

Goldex Casino

Thank you for honoring the player's self-exclusion request. This proactive step is certainly a positive move toward resolving the complaint. I would now like to seek your cooperation regarding the refund of the losses incurred by the player due to the delay in processing their self-exclusion request. Your feedback and guidance on this matter would be greatly appreciated.